Uncover the bottlenecks and challenge your assumptions.

What are our
research services?

Our research service is a proven investigative process aimed at understanding your customers' behaviours, needs, and preferences to inform the design and improvement of your digital assets. Its primary goal is to identify bottlenecks in the customer journey, challenge assumptions, and create a more customer-centric and effective experience.

Key research
components include:

Customer Interviews:

Conducting one-on-one interviews with customers to gather qualitative insights into their experiences, preferences, and pain points.


Surveys and Questionnaires:

Employing structured surveys or questionnaires to collect quantitative data on a larger scale, capturing trends and patterns in customer behaviour.


Usability Testing:

Observing customers as they interact with prototypes or existing products to evaluate the ease of use, identify challenges, and gather real-time feedback.


Competitor Analysis:

Studying competitors to understand industry benchmarks, identify best practices, and uncover areas where the product or service can differentiate itself.


Customer Personas:

Creating detailed personas based on demographic and psychographic information to humanise and contextualise the target audience.


Task Analysis:

Breaking down customer interactions into individual tasks to identify potential bottlenecks or points of friction in the customer journey.


Heatmaps and Analytics:

Analysing heatmaps and quantitative analytics to understand customer interactions, identify popular features, and pinpoint areas of high engagement or drop-off.


Contextual Research:

Observing customers in their natural environment to gain insights into how they interact with a product or service in real-life scenarios.


Accessibility Evaluation:

Assessing accessibility to ensure the digital experience caters to customers with diverse abilities and complies with relevant standards.


Prototyping and Customer Testing:

Creating interactive prototypes and conducting customer testing to validate design decisions and gather feedback before full-scale development.


Iterative Process:

Embracing an iterative approach, where research findings inform design decisions, and the design is continually refined based on customer feedback.


Why it matters to you


Understanding customer behaviours and preferences results in a 34% increase in conversion


Addressing pain points and enhancing customer satisfaction provides up to 50% improvement in customer retention


Integrating research early in the development process results in a 29% reduction of development costs


Integrating research early in the development process results in a 23% reduction in time-to-market

Better together

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